Contact center and method for tracking and acting on one and done customer contacts
    4.
    发明授权
    Contact center and method for tracking and acting on one and done customer contacts 有权
    联络中心和方法,用于跟踪和处理一个客户联系人

    公开(公告)号:US07734032B1

    公开(公告)日:2010-06-08

    申请号:US10815534

    申请日:2004-03-31

    IPC分类号: H04M3/00

    摘要: The present invention is directed to a contact center for servicing contacts having (a) an input to receive a first contact from a first customer; (b) a selector (i) to determine whether the first contact is related to another contact with the first customer and (ii) when the first contact is related to another contact with the first customer, to service the contact differently than when the first contact is unrelated to another contact with the first customer; and/or (c) a repeat contact determining agent (i) to track, a set of the plurality of agents over a selected time period, a number of contacts serviced by the agent set that are related to another contact serviced by the plurality of agents and (ii) to maintain, for each of the plurality of agents, an indicator indicating one or more of (a) a number of contacts, serviced by the agent set during the selected time period, that are not related to another contact serviced by the agent and (b) a number of contacts, serviced by the agent set during the selected time period, that are related to another contact serviced by the agent.

    摘要翻译: 本发明涉及一种用于维修触点的联络中心,其具有(a)输入以从第一客户接收第一联系人; (b)选择器(i),用于确定第一联系人是否与与第一客户的另一联系有关;以及(ii)当第一联系人与第一客户的另一联系有关时,与第一客户的第一联系人不同, 联系与第一个客户的另一个联系无关; 和/或(c)重复接触确定代理(i)在所选择的时间段内跟踪多个代理的集合,由代理集合服务的与由多个代理服务的另一个联系人相关的联系人的数量 代理人和(ii)为每个代理人维护指示一个或多个(a)在所选择的时间段期间由所设置的代理服务的联系人中的一个或多个的指示符,其不与被服务的另一联系人有关 由代理人和(b)在所选时间段内由代理人设置的与由代理人服务的另一联系人有关的许多联系人。

    PREDICTION OF THRESHOLD EXCEPTIONS BASED ON REAL TIME OPERATING INFORMATION
    5.
    发明申请
    PREDICTION OF THRESHOLD EXCEPTIONS BASED ON REAL TIME OPERATING INFORMATION 有权
    基于实时操作信息预测阈值例外

    公开(公告)号:US20100274637A1

    公开(公告)日:2010-10-28

    申请号:US12429032

    申请日:2009-04-23

    IPC分类号: G06Q10/00 G06Q50/00 G06N5/02

    摘要: A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.

    摘要翻译: 联络中心包括实时阈值预测模块,其确定所选择的绩效测量将在未来的时间间隔期间可能跨越所选择的阈值,并作为响应执行以下操作中的至少一个:(i)为 所选择的阈值的可能交叉,所选择的服务级别协议中的结果,并且确定一组校正动作以减少所选择的性能测量将跨越所选择的阈值的可能性。

    Timeline visualization for call center processes
    6.
    发明授权
    Timeline visualization for call center processes 有权
    呼叫中心进程的时间线可视化

    公开(公告)号:US07636433B2

    公开(公告)日:2009-12-22

    申请号:US11293722

    申请日:2005-12-02

    IPC分类号: H04M3/00

    CPC分类号: H04M3/5175

    摘要: A reporting system is utilized to generate timeline visualization information characterizing a process in a call center. The reporting system comprises a report server, a graphical server, and a database. The report server receives a request for a report, relating to one or more specified aspects of the call center process, from a user terminal, and generates a query to the database. The report server utilizes information retrieved from the database responsive to the query to generate a report for delivery to the user terminal. The report comprises at least one timeline having a plurality of image identifiers associated therewith. The graphical server supplies image files corresponding to respective ones of the image identifiers to the user terminal to thereby permit generation of a visualization of the timeline at the user terminal.

    摘要翻译: 使用报告系统来生成表征呼叫中心中的进程的时间线可视化信息。 报告系统包括报表服务器,图形服务器和数据库。 报告服务器从用户终端接收与呼叫中心进程的一个或多个指定方面有关的报告请求,并向数据库生成查询。 报告服务器利用从数据库检索的信息,响应于该查询生成用于递送给用户终端的报告。 该报告包括至少一个具有与其相关联的多个图像标识符的时间线。 图形服务器向用户终端提供与各个图像标识符相对应的图像文件,从而允许在用户终端生成时间线的可视化。

    Method and apparatus for identifying related contacts
    7.
    发明授权
    Method and apparatus for identifying related contacts 有权
    用于识别相关联系人的方法和装置

    公开(公告)号:US08391463B1

    公开(公告)日:2013-03-05

    申请号:US11469798

    申请日:2006-09-01

    IPC分类号: H04M3/00

    摘要: Systems and methods for identifying related contacts in a contact center are provided. In particular, contacts that are initiated by an agent or other resource after an earlier contact has been placed on hold or while the agent or resource is in an after-contact work state are determined to be associated with the earlier contact. Accordingly, associations within contacts can be identified and recorded. Furthermore, the identification of associations between contacts can be performed without requiring explicit recognition of relationships between the content of different contacts, and without relying on an agent to make accurate reports regarding relationships between contacts.

    摘要翻译: 提供了用于识别联络中心中的相关联系人的系统和方法。 特别地,由较早联系人之后由代理或其他资源启动的联系人已被置于保持状态或者当代理或资源处于联系后工作状态时被确定为与较早的联系人相关联。 因此,可以识别和记录联系人内的关联。 此外,可以执行联系人之间的关联的识别,而不需要明确地识别不同联系人的内容之间的关系,并且不依赖代理人来准确地提供关于联系人之间的关系的报告。

    Prediction of threshold exceptions based on real time operating information
    8.
    发明授权
    Prediction of threshold exceptions based on real time operating information 有权
    基于实时操作信息预测阈值异常

    公开(公告)号:US08175254B2

    公开(公告)日:2012-05-08

    申请号:US12429032

    申请日:2009-04-23

    IPC分类号: H04M3/00

    摘要: A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.

    摘要翻译: 联络中心包括实时阈值预测模块,其确定所选择的绩效测量将在未来的时间间隔期间可能跨越所选择的阈值,并作为响应执行以下操作中的至少一个:(i)为 所选择的阈值的可能交叉,所选择的服务级别协议中的结果,并且确定一组校正动作以减少所选择的性能测量将跨越所选择的阈值的可能性。